This is a fantastic opportunity to join a global science and technology company who are leaders in their field.
This position is a 12 month temporary contract based at their High Wycombe office (fully office based)
The Order Management Specialist is responsible for processing customer orders, complaints, credits notes, invoice management and dispute resolution. You will deliver an enhanced customer experience through excellent customer communication, effective resolution of customer issues and a culture of continuous improvement.
Salary, £15.00 - £16.00 per hour depending on experience.
An additional European language would be an advantage but not essential.
Duties:
- Process customer orders in compliance with company policies and standard operating procedures demonstrating excellent data entry skills to quickly and accurately review, input data and monitor digital order processing. Assist with digital platforms issues
- Process customer orders in compliance with company policies and standard operating procedures
- Demonstrate excellent data entry skills to quickly and accurately review and input data
- Track orders to delivery, problem solve delivery issues and strive for continuous improvement of OTD (On Time Delivery) metric
- Ensure timely capturing and resolution of customer complaints and drive corrective actions to ensure a reduction in recurring issues resulting in complaints
- Ensure timely and accurate invoice management and dispute resolution working in close collaboration with Accounts Receivable
- Ensure timely and accurate processing of credit notes according set KPI's
- Demonstrate high commitment in resolving customers issues and responding to order status enquiries, ensuring a high level of customer satisfaction
- Team up with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction
- Ensure compliance with local regulations, internal policies, quality procedures
- Handle customer calls ensuring high level of service to customers.
- Attend daily Visual Daily Management meetings with the rest of the team to drive improvements in key metrics with a continuous improvement attitude to drive customer satisfaction
- Utilise Problem Solving to drive to root cause and implement countermeasures
- Manage incoming correspondence and re-direct if needed to the departments/persons in charge
- Provide back-up support to EMEA CS team members as needed.
Skills and experience required:
- Relevant work experience in a fast-paced administrative role
- An additional European language would be an advantage but not essential
- High attention to detail with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information
- Strong focus on driving customer satisfaction
- Good problem solving and analytical skills.
- Demonstrating good judgment and initiative
- Self-motivated, confident, reliable, and able to plan and follow up on outstanding issues
- Able to operate in a fast-paced environment
- Should be an outgoing, positive, team player
- Strong sense of accountability
- Previous experience with SAP or Salesforce is highly desirable